Digital Customer Support Associate

Job Summary

Provides telephone, email, and web submission support for the enterprise’s customer facing portals and is the main point of contact for portal users. This support includes exceptional customer service, troubleshooting, and user technical support. Using common trouble-shooting techniques and questions the agent will attempt to resolve the issue using a documented fix or workaround on initial touch or contact.

Job Duties

Work hours: 10:30am - 7:00pm EST Monday - Friday

• Receives customer calls and communications in a courteous manner.
• Documents accurately all inquiries/concerns.
• Records the details of the incident or request into the call ticketing system, including actions taken.
• Assesses the impact and urgency of the issue and sets priority according to standards.
• Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution.
• Provides support to customer questions in addition to aiding with issues.
• In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol.
• Uses approved communication methods to notify customers of scheduled and unscheduled disruptions.
• Follows support procedures through training guides, knowledge-based articles, and job training.
• Participates in the creation or update of documentation.
• Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues.
• Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol established.
• Follows up on issues that require further research for resolutions in a timely manner.
• Escalates issues to 2nd tier support, as needed based on issue procedures.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

• Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details

Work at Home requirements:

To ensure a productive and secure remote work environment, the following conditions must be met:

Quiet, Dedicated Workspace: A private, distraction-free area within your home to support focused work.

Adequate Workstation Setup: Sufficient space to accommodate all employer supplied equipment, including monitors, keyboard, and other peripherals.

High-Speed Internet Connection:

Connection Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).

Minimum Speed Requirements:

• Download: 75 Mbps
• Upload: 25 Mbps
• Ping: Less than 150 ms
• Jitter: Less than 30 ms
• Connectivity: The computer must be connected via Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the connection.

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 2 years-Relevant experience* (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.